Complaints

This profile includes complaints for Guardian Life Insurance Co. of America's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guardian Life Insurance Co. of America

  10 Hudson Yards New York, NY 10001-2157

  
• 

  Guardian Life Insurance Co. of America

  7 Hanover Sq New York, NY 10004-2616

  
• 

  Guardian Life Insurance Co. of America

  3900 Burgess Place Bethlehem, PA 18017

• 

  Guardian Life Insurance Co. of America

  4555 LAKE FOREST DR CINCINNATI, OH 45242-3785

• 

  Guardian Life Insurance Co.

  8500 W 110th St Ste 450 Overland Park, KS 66210

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Dentist on 8/17/2023- I've been trying to get claim below paid since then. My dentist has sent requested info multiple times to Guardian. I've also sent the info via the Guardian link multiple times. Guardian keeps saying they need even though they have all the information. I'm paying for dental insurance and am getting nothing for it.********* ******** * ************************************ *****************************

  Business Response

  Date: 01/12/2024

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I've not heard anything from Guardian.  Every time I contact Guardian it's like I'm starting over and they keep asking for the same information that I've sent multiple times. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 02/09/2024

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant.
  
  Sincerely,
  The Guardian Life Insurance Company of America

• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Guardian Dental plan requires a preauthorization for services but they refuse to answer a preauthorization request for crowns that was sent to them in NOVEMBER of 2023. It is now January ****. I called two weeks after the claim was submitted and was told, it can take two to four weeks. Another month went by and I was then told that they did not even review the claim or request more information until January 4th of ****. The dentist immediately sent the information requested on January 5th, and they have not reviewed that either (as of January 10th). This time I was told that they have 8 to 12 days to review the information - if it takes 8 to 12 days to review the new information then how did it *********** weeks the first time? I asked how I could file a complaint with Guardian and they told me they dont have a complaint department. Not only do they not provide the insurance they claim, they do not allow you to report problems with their services. Crowns are supposed to be covered under my policy, so why is Guardian failing to respond? I have broken teeth and it seems they are waiting for me to suffer enough that I just pay out of pocket. Refund my premiums if you arent going to review my dental claims and respond in a timely manner.

  Business Response

  Date: 01/12/2024

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America

• Initial Complaint

  Date:01/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Guardian improperly downgraded a composite filling that I received at the dentist. Guardian references its own interpretation of a flawed provision of the contract. Guardian refuses to comply with its contractual obligations and is only offering to pay for a silver filling. Silver fillings are out-dated and rarely used by dentists at this time. I had three of my silver fillings removed because they were found to allow decay to occur, and had them replaced with composite fillings.

  Business Response

  Date: 01/05/2024

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  The company likes to pretend that they care and will resolve the issue, but then fail to do so.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 04/17/2024

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant.
  
  Sincerely,
  The Guardian Life Insurance Company of America

  Customer Answer

  Date: 08/30/2024

  Guardian has made no attempt to resolve this dispute with me which has been pending for several months. Guardian improperly downgraded a composite filling I had completed to a silver filling after notifying my dental office that there would be full coverage for the work to be performed. Importantly, no dental offices even perform silver fillings any longer, as the mercury content is detrimental to one's health. 

• Initial Complaint

  Date:12/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I suffered a seizure and concussion on October 31st. I am back working only half of my shift and I have filed a claim to get reimbursed for half of my shift Through short-term disability. first of all they said they had emailed the necessary form to my human resources person but she never received it. thank God I called at the beginning of December and they emailed it to me. I am still waiting on the check. They owe me for at least 5 weeks and I keep getting the run around that they're working on it that they have put it as escalated and still nothing I thought for sure it would have been processed before Christmas. They keep saying that takes 10 days but they're escalating it which should not take 10 days I think that they're putting off paying me and I need the money now. From reading the other complaints this is nothing new. They never sent that form to my human resources person if I hadn't called I would still be without a check and communication is awful there. There needs to be some definite retraining done on efficiency and communication but first of all I need the money owed to me or l will hire a lawyer if a check is not done by 12/27. There is no excuse for this run around for it to take so long when they have all the **** information from the company I work for and the doctor. Please get it processed immediately. Please contact me at *********** I do not want to have to hire a lawyer but i sure will. I don't think you want to have to deal with the lawyer.

  Business Response

  Date: 12/27/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:12/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of claim I don't have exact date because it is for short term disability the hospital ****** Jewish in stl as well as my employer where setting it up for me week of 11/27. I checked into it Nov 30th or Dec 1st. I have a confirmation letter dated 12/2 from guardian. The claim number was *************  Dec 5th I received a call from ************************* who is my case manager from guardian. She stated my ss# was wrong in their system and she had to get that changed first. She asked me to send the short term disability paperwork to my doctor to help speed up the process. I did that and was told it might add a day to processing. I was fine with that. I made multiple status update calls to guardian but never got anywhere. I also could not register for the online portal with guardian and had to contact their it department to gain access. That is when I seen a different claim date about 2 weeks later than the correct date. The claim now shows 12/9 and the claim number is different and is now **********. I have done chat sessions with guardian to argue that new date and called to argue that date. I asked if could speak with manager or case manager and they refused in chat and closed out the chat. I called and finally was told that I could get a call back in 24 to 48 business hours. It is not right to pay for the insurance be told 5-7 days and we are heading into the 3rd week. This is not the first time I have had the same issue with the company but now I have just had enough. Please do what you can to pressure the company. I am going late on bills no, I have fees being added, not able to buy Christmas presents for the kids which that has no price you can put on it. One thing guardian will argue is that they got paperwork from the doctor late. It is there job to get that but I was trying to help and get it in quicker. ************************* asked me to do that and I emailed it back to here week of Dec 4th and 2 more emails to follow up with no response.

  Business Response

  Date: 12/19/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:12/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a dental insurance policy with Guardian that covers dental crowns. However Guardian refuses to cover a crown I had on 08/28/23. I have gone through at least 3 appeals through the company and it keeps getting denied. There is no way to talk to anyone in the ************* or the Dental consultant of the insurance company as they have no direct phone lines. My dentist at ************************* has sent them every document that they required. I spent $890.00 for this procedure and feel it should have been coved under my policy

  Business Response

  Date: 12/19/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a motor vehicle accident October 14th, 2023. My back was broken in 2 places and my leg was crushed. I filed a short term disability claim with guardian, and have received no response. I have called at least 30 times and keep hearing different things every time, the timeline keeps changing, I havent been told if my claim is accepted or denied, *** been promised a call from my case manager at least 4 times now which has yet to happen. Its like these guys dont realize that when Im out of work my bills dont stop coming in just because they want to take their sweet time sending me a check. I provided all information requested for the claim the same day the claim was submitted. Id avoid these guys like the plague. Horrible company, terrible outsourced customer **********************.

  Business Response

  Date: 12/04/2023

  Dear ******:

  Thank you for bringing this complaint to the attention of The Guardian Life Insurance Company of America.  Guardian views ***************************' concerns seriously.  We have opened an investigation into this matter.  Due to the confidential nature of the subject matter, Guardian will respond directly to *************************** at the conclusion of its investigation.

   

  Sincerely,

  The Guardian Life Insurance Company of America.

• Initial Complaint

  Date:11/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This year I signed up to Group Dental and Vision Coverage for our group ******************* Consultants, PLAN NUMBER G-********. We have been having multiple issues with coverage with my Employees, not receiving the coverage ex one had coverage with Orthodontic, which when all the group was transfer, all the employees will continue with coverage and no waiting period. Also when we sign the contract was not to have a waiting on enrollment, now Guardian is saying there is a 60 day waiting period, they keep changing what was initially offer. I want all the issues to be fixed immediately.

  Business Response

  Date: 11/29/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant.
  
  Sincerely,
  The Guardian Life Insurance Company of America

  Customer Answer

  Date: 12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  They are not responding my issues and concers, everytime someone in the group is going to use the service we have issues.  First issue, ******************* who transfered from our previous Grouo Dental Insurance went to use his Orthodontia services and Guardian response was that he was not eligible, when he was eligible.  Me, ******************************* the owner and administrator of the Health Plan ******************** for our group, I was going to use my Orthodontia Benefits for clear aligners and again Guardian gave hard time to use the benefits, I keep sending request also for retainers ordered by the dentis/orthodontist and Guardian is not responding to the forms I provided to them.  Most recent we hired ********************* to our group and the response from Guardian was that he was not eligible to join until 60days after he was hired!!!!THIS IS THE FIRST TIME I HEAR THIS THING!!!! IM TIRED OF GUARDIAN COMING UP WITH DIFFERENT RESPONSES EVERY TIME SOMEBODY IS TRYING TO ISE THEIR SERVICES!!!!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 12/14/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America 

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent all documents to Guardian Life Insurance for a Disability Claim related to a surgery on September 13th, 2023. I have asked repeatedly for a phone call from the case manager to provide an update on why the claim as not been paid. All information including, payouts from ********** EDD disability, ****** medical record authorization and the employer verification was sent in September 2023 to Guardian via email. The case manager refuses to provide any level of communication on status after calling every week for the last month on status update. There is also no way to escalate a case or reach a supervisor. The phone reps make continuous requests to the case manager and team for an update or response to be made to claimants to no avail. Guardian needs to be investigated and the fraud being perpertuted by Guardian related Group#********. The case managers name is ******* (Guardian does not provide last names) and the incident report# is **************Guardian is fraudulently collecting premiums from employers but not paying out claims. Guardian is committing fraud by denying claims in order to not payout. They need to be STOPPED.

  Business Response

  Date: 11/16/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant.
  
  Sincerely,
  The Guardian Life Insurance Company of America

• Initial Complaint

  Date:11/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please read the reviews in regard to Guardian Dental Insurance.This is without a doubt the worse insurance, I have ever paid premiums too. Guardian Dental Insurance per there response on appeal "covers a crown...on a tooth when decayed or current missing tooth structure...caused by a complete fracture that cannot be restored with a routine filling.Or "treat a symptomatic tooth that has been clinically diagnosed with Cracked Tooth Syndrome."Guardian has denied appeals despite documentation that shows (1) complete tooth fracture below the gum line, (2) diagnoses of Cracked Tooth Syndrome Per conversation in a peer-to-peer conversation with my dentist, Guardian Dental reviewing dentist (compensated by Guardian) says the claim was denied because there is no mention of symptomatic conditions within the tooth. (1) Guardian coverage only says "complete fracture that cannot be restored with a routine filling. (2) My dentist also sent documentation on June 29th, 2023 "Testing showed this tooth was symptomatic to temperature of hot and cold, biting and pressure all of which caused the patient pain and discomfort."My dentist says in over 30 years of dental practice he has never seen such an attempt to deny a proper dental claim. Also, the reviewing dentist in the peer-to-peer call asked if my dentist had even been investigated by a ********************** This was viewed as a very improper question from the dentist who is compensated by an insurance company that is refusing to pay a legitimate insurance claim.Thanks for any help with this matter. Guardian Dental claim #***********

  Business Response

  Date: 11/08/2023

  Thank you for bringing this matter to our attention. Customer satisfaction is extremely important to us. We will provide a response directly to the complainant. 
  
  Sincerely,  
  The Guardian Life Insurance Company of America